Manager - Customer Insights & Analytics (2023-Oct to 2024-Nov)

Sydney

2024 - 2023

• Established insights function from inception, building executive trust in data-driven decision making whilst delivering hands-on analytics and technical implementation
• Designed and built Voice of Customer program from zero, personally coding ETL integration between Snowflake (50,000+ annual complaints across 20-year longitudinal dataset) and Qualtrics survey platform
• Achieved 20% response rate on pilot, delivering real-time insights through live PowerBI dashboards connected directly to Snowflake with automated monthly reporting
• Transformed legacy research program into enterprise-grade analytics platform, redesigning back-end data structures and establishing data engineering protocols
• Integrated rental bonds administrative data (330,000+ annual records) with redesigned survey responses, reconciling fundamentally different data structures between historical and current formats using SQL
• Implemented data cleaning protocols and analytical data structures enabling ongoing operational analytics previously impossible under legacy system

• Led cross-divisional data governance initiative incorporating widely used classification structures (ANZSIC, CPC, HS/AHECC) into coding frameworks, ensuring standardisation and consistency for analytical comparison across datasets
• Conducted insights briefings with senior leadership and Commissioner, translating complex data into strategic recommendations
• Analysed complaint data across multiple industry verticals using SQL and statistical methods to identify patterns informing operational improvements and policy recommendations
• Served as key consultant for whole-of-government data measurement initiative, reviewing metrics and implementation approach for NSW Government-wide rollout

• Led analytical initiative mapping customer interactions across rental sector, using quantitative and qualitative data to identify pain points and experience gaps
• Established measurement frameworks integrating multiple data sources (NPS, satisfaction scores, complaint resolution time, qualitative feedback) for ongoing performance tracking

Analytics Lead, Australia & New Zealand (2022-Dec to 2023-Oct)
Senior Analytics Consultant (2021-Mar to 2022-Dec)

Sydney

2023 - 2021

• Managed analytics operations for enterprise healthcare data platform serving all major pharmaceutical companies in Australia, responsible for $2M annual revenue portfolio
• Led team of 3 direct analysts whilst coordinating workload across 8+ consultants, responsible for strategic resource allocation, project costing, delivery excellence, and operational efficiency
• Executed quality assurance protocols for monthly data updates processing approximately 30 million new recorded events and 60 million updated events per month into 20+ year longitudinal dataset
• Served as final quality checkpoint for client subscription deliverables worth $500K+ annually, personally validating data integrity before release

• Led client platform migration for 30+ pharmaceutical clients, coordinating technical, medical, and commercial teams to transition subscription analytics to upgraded reporting infrastructure
• Delivered complete migration one month ahead of deadline whilst maintaining zero delivery disruptions across hundreds of live client reports
• Personally created ETL transformation rules and data validation protocols for NZ market expansion, establishing analytics capability for new revenue stream
• Supported backend infrastructure transition from AWS to Databricks for ad-hoc analysis and R&D analytics work

• Redesigned data update workflow achieving 85% efficiency improvement, reducing complete cycle from 2 weeks to 2 days through automated validation and exception-based review
• Designed automation specifications in Excel VBA for QA testing, then negotiated with engineering team to implement into production SQL system, saving 40+ hours monthly
• Built scalable analytics products by transforming bespoke client solutions into repeatable frameworks, enabling rapid deployment across multiple clients

• Delivered analytics supporting commercial decision making including market share forecasting, customer segmentation, treatment pathway analysis, patient lifetime value and prescriber behaviour modelling using survival analysis and predictive models
• Productised Prescriber Analysis framework from initial ad hoc request to revenue-generating offering serving multiple pharmaceutical brands
• Negotiated data access with Ministry of Health New Zealand, engaging partnerships manager and legal counsel for formalisation

Research Manager (2018-Mar to 2021-Mar)
Higher Duties (2020-Feb to 2020-Nov)

Sydney

2021 - 2018

• Established centralised analytics function at TAFE NSW headquarters, delivering insights across 10 regional divisions managing 157 campuses
• Led team of 2 direct reports (specialist researchers), responsible for hiring, performance management, and capability development

• Integrated enterprise data sources including student administration system (900,000+ annual records across 157 campuses), call centre data, Google Analytics, and primary research into centralised reporting system using SQL and data integration protocols
• Delivered bi-annual analytics reporting to senior executives on 400,000+ annual enrolments providing core metrics for NSW Government funding allocation and performance assessment using complex data analysis in SQL, SPSS, and Excel with statistical modeling
• Collaborated across IT, student sales, digital, accounts, and campaigns teams to establish single source of truth for reliable reporting, creating data dictionaries and documentation enabling self-service analytics

• Led segmentation and offerings analysis conducting reach and cannibalisation analysis to understand optimal course offerings balancing teaching staff resources with student demand, directly informing operational decisions on courses and resource deployment
• Analysed conversion funnel performance across domestic and international student acquisition (400,000+ annual enrolments), tracking effectiveness across agent channel partners
• Developed student segmentation combining attitudinal and transactional data using K-means clustering and statistical methods to inform targeted strategies
• Conducted competitor analysis and market positioning studies using survey data, statistical testing, and benchmarking analysis
• Managed research budgets and external suppliers ensuring cost-effective insights delivery and demonstrable ROI

Consultant (2016-Jun to 2017-Nov)

Sydney / Singapore

2017 - 2016

• Designed and managed analytics projects for pharmaceutical clients, responsible for project costing, pricing, supplier management, and on-time delivery
• Led cross-country market access analytics including competitor analysis and predicted market share modelling for new drug launches using statistical forecasting methods
• Designed demand modelling forecasting market dynamics when drugs transition off-patent using regression analysis and time-series forecasting
• Conducted physician segmentation research analysing prescribing behaviour, pharmaceutical company preferences, and medical representative support effectiveness
• Designed primary research studies capturing patient and physician perspectives on treatment decisions, brand perceptions, and unmet support needs informing pharmaceutical marketing strategies

Account Manager (2016-Feb to 2016-Jun)
Senior Research Executive (2013-Jun to 2016-Feb)

Sydney

2016 - 2013

• Managed client analytics projects across finance, FMCG, and healthcare sectors, responsible for analytical design, client relationship management, budget accountability, and delivery
• Delivered customer insights through advanced analytics including choice modelling (conjoint analysis, discrete choice modelling), segmentation methods (K-means, random forest, hierarchical clustering), and predictive analytics
• Conducted pricing analytics, demand forecasting, and market modelling informing commercial strategy and resource allocation decisions
• Designed online diary studies capturing longitudinal behavioural data for pattern analysis and trend identification
• Managed product testing analytics including competitive benchmarking and A/B testing for innovation validation
• Certified in Ipsos proprietary Bayesian analytics platform for Australia and New Zealand (one of 5 certified consultants in ANZ region)

Project Manager (2011-Oct to 2013-Jun)

INSIDESTORY

Sydney

2013 - 2011

• Managed research projects for private and public sector clients, coordinating multi-stakeholder initiatives and external supplier relationships
• Conducted eye tracking analytics combining pupil dilation, gaze tracking, and conscious response measurement to assess emotional engagement with visual stimuli using statistical analysis
• Supported longitudinal diary studies capturing behavioural data over time for pattern analysis

Data & Analytics Platforms

Snowflake (production experience with enterprise-scale data), Databricks, AWS S3, PowerBI (DAX, Power Query, production dashboards), Excel (VBA, advanced modelling), Jupyter Notebook, SPSS, Q Research Software

N/A

N/A

Programming & Data Engineering

SQL (expert - complex queries, CTEs, window functions, optimization), Python (data analysis, automation), R (statistical modelling), ETL development, data integration, quality assurance frameworks, data validation protocols

N/A

N/A

Advanced Analytics Methods

Segmentation (K-means, random forest, hierarchical clustering), choice modelling (conjoint, discrete choice), forecasting (time series, regression), predictive modelling, survival analysis, statistical testing, experimental design

N/A

N/A

Data Governance & Management

Data quality assurance protocols, multi-source integration, version control, automated validation, data dictionary development, classification frameworks, data standardisation

N/A

N/A

Platforms & Tools

Qualtrics (survey platform integration), Google Analytics, Salesforce (CRM), Jira, Confluence

N/A

N/A

Leadership & Delivery

Team leadership (managed teams of 3-5), stakeholder engagement, cross-functional collaboration, Agile sprint planning, retrospectives, backlog management, project management, budget management, change management

N/A

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Masters of Management in Community Management

University of Technology

Sydney

N/A

Postgraduate Diploma Psychology

Murdoch University

Perth

N/A

Bachelor of Arts - Psychology

Macquarie University

Sydney

N/A